A & G INSURANCE SERVICES PARTNER REPAIRER CRITERIA by lindayy

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									A & G INSURANCE
    SERVICES

PARTNER REPAIRER
    CRITERIA
                   TABLE OF CONTENTS



1. A & G INSURANCE SERVICES PARTNER REPAIRER NETWORK



2. PARTNER REPAIRER ELIGIBILITY

  (A) PARTNER REPAIRER SELECTION CRITERIA
  (B) PARTNER REPAIRER CORE VALUES



3. A & G INSURANCE SERVICES REPAIR MANAGEMENT



4. PAYMENT TERMS



5. REPAIR GUARANTEES & RESPONSIBILITIES



6. PERFORMANCE REVIEW



7. DISPUTE RESOLUTION FOR REPAIRERS



8. HOW TO REGISTER FURTHER INTEREST?
A & G INSURANCE SERVICES PARTNER REPAIRER NETWORK

A & G Insurance Services’ customers are entitled to access our Partner Repairer
Network.

Our Partner Repairers work in collaboration with us to ensure that our customers
are provided with a seamless end-to-end claims service that guarantees quality
repairs and timely delivery of vehicles back to their owners.

The Repairers we have chosen to work in partnership with us display the core
values that we endeavour to establish with all our Suppliers.

In line with the guidelines set out in the Motor Vehicle Insurance and Repair
Industry Code of Conduct (link to www.abrcode.com.au), we provide the following
information to assist Repairers when applying to join our Partner Repairer
Network.




PARTNER REPAIRER ELIGIBILITY

(A) PARTNER REPAIRER SELECTION CRITERIA

At A & G Insurance Services we strive to uphold our reputation of quality and
excellence in the services we provide to our customers.

In order to be considered for the A & G Insurance Services Partner Repairer
Network, eligibility will be evaluated based on achievement of the following
requirements:

       Proven quality repair work
       Commitment to provision of outstanding customer service standards and
        agreed turn-around times
       Appropriate equipment levels
       Agreed competitive rates
       Proven historical performance in the areas of Quality, Timeliness and Cost
       Proven partnership ethic focused on medium to long-term mutual positive
        outcomes for our customers, suppliers and Auto & General

In addition to the above considerations, there are also geographical factors that
will influence the choice of Repairers with whom we will set up partnerships.
These include;

       Concentration of A & G Insurance Services business, taking into
        consideration the volume of claims and the location of our Insurance
        Assessment Centres (Catchment Areas)

       The number of Partner Repairers required per area, taking into consideration
        future growth and an appropriate level of supply for sustainable mid to long-
        term relationships
(B) PARTNER REPAIRER CORE VALUES

A & G Insurance Services places significant importance on engaging Repairers
who have achieved and strive to maintain an honourable and respectable
reputation in the market, and, who share the same core values as we maintain at
A & G Insurance Services.

Our aim is to work cohesively with our Partner Repairers, in an open and honest
environment, with a goal to providing A & G Insurance Services’ customers with a
seamless and un-complicated claims experience, and a high quality vehicle repair.

We understand that the motor repair industry is evolving and we commit to
working with our Partner Repairers in a positive and creative partnership to meet
the ever-changing needs and to produce innovative new ways of meeting the
industry’s, our customers, suppliers and shareholders expectations.




A & G INSURANCE SERVICES REPAIR MANAGEMENT

A & G Insurance Services in line with section 6.2 of the Motor Vehicle Insurance
and Repair Industry Code of Conduct (link to www.abrcode.com.au) is committed
to working with our Partner Repairer Network to develop a mutually beneficial
realistic time and rate platform to create a fair and transparent estimating and
repair costing.

We maintain a commitment to ensuring the service delivered to all clients is of
the highest possible quality and that all vehicle repairs are arranged in a timely
manner that produces a cost effective quality end result.

To achieve this we work closely with our Partner Repairers to ensure that the
most suitable method of repair is undertaken and that the vehicle is off the road
for as short a period as is possible whilst ensuring there is no compromise in the
repair quality to achieve this outcome.

A & G Insurance Services operates out of a number of assessment centres across
the country that each has their own geographical catchment area. Where clients
attend the assessment centres without having obtained a repair estimate we work
in partnership with the local Partner Repairers to manage the repair process
within commercial arrangements.

In addition to the above many clients are located outside of the catchment areas
of the assessment centres and/or choose to nominate their own repairer to tend
to their repair requirements. Repairers in this situation are advised to compile
estimates in either dollars or time units. These estimates will be assessed by our
internal assessors or external assessors contracted to us to carry out this service
to ensure that the most suitable method of repair is undertaken and that the
vehicle is off the road for as short a period as is possible. There is no compromise
in the repair quality to achieve this outcome.
Generally one repair estimate is required for the assessor and repairer to
negotiate and agree the best repair method, quality and cost outcomes. Some
circumstances may arise where the assessor considers it necessary to obtain an
additional estimate. This may occur if:

          The estimate to hand is considered excessive, uncompetitive or
           incomplete.

          The Repairer is considered to be inadequately equipped to complete
           the repairs to the required standard.

          The Repairer and Assessor fail to come to agreement on the method or
           associated cost of the repairs.




PAYMENT TERMS

A & G Insurance Services, in line with our commitment to timeliness, strive to
ensure timely delivery of all services including processing of payments.

A & G Insurance Services endeavours to ensure that all payments to Repairers
are made within 30 days, upon receipt of a valid tax invoice that corresponds with
the amount authorised by A & G Insurance Services to carry out the repairs.




REPAIR GUARANTEES & RESPONSIBILITIES

A & G Insurance Services ensures that our customer’s cars are returned to them
in the same condition as immediately prior to the damage occurring and we
guarantee the quality of any repair we authorise for as long as our clients own
the insured vehicle.

A & G Insurance Services authorises the use of manufacturers’ original approved
parts, or other parts that are consistent with the age and condition of the vehicle.


REPAIRER RESPONSIBILITIES

When repairing vehicles for A & G Insurance Services’ customers, our Repairers
acknowledge the following responsibilities in respect to their workmanship:

   Repairers must provide a warranty, valid for at least 3 years from date of
    repair, for all work carried out.

   An additional warranty should be provided to encompass parts and paint to
    the same level as that covered in the manufacturer warranties.
    This clause excludes those circumstances where defect can be attributed to
    faulty workmanship in which case the preceding workmanship warranty will
    apply.
A & G INSURANCE SERVICES RESPONSIBILITIES

A & G Insurance Services accepts responsibility for the following provisions:

   All rework other than those that are listed under Repairer Responsibilities, for
    as long as our clients own the vehicle.

   All rework resulting from sublet repairs where A & G Insurance Services has
    directed the sublet Repairer to be used.

   All rework where A & G Insurance Services has instructed the use of a repair
    method or part that differs from that recommended by the Repairer, and
    where the Repairer has indicated that they dispute the method chosen.

    In the above event, A & G Insurance Services shall provide the Repairer with
    written confirmation accepting responsibility for the repair method or part that
    the Repairer was instructed to use.

   Any loss or liability incurred by the Repairer as a result of a quality, structural,
    presentation or safety defect caused by complying with an A & G Insurance
    Services requirement.

    The Repairer is required to alert A & G Insurance Services immediately upon
    notification of any claim against the Repairer relating to the circumstances
    listed in this clause.

    A & G Insurance Services will not be liable to pay any loss or liability incurred
    by the Repairer to the extent that the loss or liability arises from faulty
    workmanship.




PERFORMANCE REVIEW

In order to ensure that our Partner Repairer Network maintains high standards at
all times, A & G Insurance Services will undertake regular performance
assessments to evaluate and qualify the performance of each Repairer in respect
of each of the key measurable areas:

   Quality of repairs
   Timeliness in completion of the repairs
   Cost of repairs
   Demonstrated commitment to maintaining a workable mid to long-term
    relationship

The review process not only monitors the performance of our Partner Repairers to
ensure quality practices, but also provides a tool to guarantee ongoing
development and continuous improvement of the partnership between A & G
Insurance Services and our Partner Repairer Network.
DISPUTE RESOLUTION FOR REPAIRERS

At A & G Insurance Services, it is always our intention to maintain the best
possible relationships with our Partner Repairer Network.
However, should there be cause for complaint, we have effective dispute
resolution mechanisms in place to assist our Repairers and resolve issues as
quickly as possible.

REPAIR DISPUTES

For dispute arising prior to the commencement or completion of repairs, the
following dispute resolution process applies:

   Initial notification of any dispute should be raised with your local Insurance
    Assessment Centre Manager or, for Repairers in those areas where no
    Insurance Assessment Centre operates, the National Assessing Manager.

   Full details of the dispute and the appropriate supporting evidence should be
    supplied so that a thorough investigation can be carried out.
    A determination will be made within two (2) business days.

   If the Repairer considers the outcome to be unsatisfactory, A & G Insurance
    Services acknowledges the Repairers’ right to refuse any further involvement
    in the vehicle repairs. In these instances A & G Insurance Services will
    transfer the vehicle to another Repairer.

   Should the Repairer be unsatisfied with the Assessing Manager’s decision, a
    request can be made for the repair dispute to be escalated for further review
    via our Internal Dispute Resolution process.

   A final determination will be advised within 15 business days from initial date
    of notification.


REPAIRER CONTRACT DISPUTES

For disputes arising after completion of repairs, and over contractual
arrangements, the following dispute resolution process applies:

   Initial notification of any dispute should be raised with your local Insurance
    Assessment Centre Manager or, for Repairers in those areas where no
    Insurance Assessment Centre operates, the National Assessing Manager.

   Full details of the dispute and the appropriate supporting evidence should be
    supplied so that a thorough investigation can be carried out. We will provide
    written acknowledgement of the dispute within five (5) business days.

   If unresolved within this time, the dispute will be escalated for review via our
    Internal Dispute Resolution process and a final determination made within a
    further ten (10) business days.

   A final determination will be advised within 15 business days from initial date
    of notification.

   If the outcome is still considered to be unsatisfactory, External Dispute
    Resolution can be commenced by lodging notice of the dispute with the Code
    Administration Committee.
HOW TO REGISTER FURTHER INTEREST?

To register your interest in receiving more information regarding our Partner
Repairer Network, or to apply now, please submit your details to our National
Supply Division by printing off and completing the attached application form and
either;

* Post to -          National Supply Division
                     Auto & General Insurance Services
                     PO BOX 342
                     Toowong QLD 4066

* OR Fax to -        07 3377 8802

								
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